About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The Senior Service Consultant is critical to making this happen and will:

• Deliver outstanding customer service by efficiently handling financial transactions via phone, email, or online, ensuring first-contact resolution.

• Act as a digital advocate, showcasing comprehensive knowledge of the bank's digital solutions, and effectively troubleshooting and educating both staff and customers.

• Collaborate with team members to support business leaders and assume a leadership role when necessary.

• Recognize and refer additional customer needs to the appropriate channels, fostering a team-oriented approach to problem-solving.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Location: ANZ Pacific Operations, Kalabu

Role Type: Permanent, Full time  

Note: 2 roles available

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Proven experience in call centre, phone service, or customer service environments.

• 3+ years in customer-related roles.

• Demonstrated ability to mentor and develop others.

• Strong knowledge of bank products, processes, and policies, with the ability to identify customer needs and provide solutions.

• Skilled in handling escalated customer issues.

• Excellent communication and interpersonal skills.

• Ability to work effectively in a team-oriented environment.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 91729.

Job Posting End Date

10 April 2025 , 11.59pm, (Melbourne Australia)